Customer Care Executive- Kothaguda

JobTrade; Hyderabad; On-site; INR 180,000 - 240,000; Full time

Job summary

JobTrade in Hyderabad is seeking a Customer Support Executive to handle voice and email interactions, resolving queries with accuracy and delivering end-to-end solutions to customers.

Ideal candidates have at least basic typing (15 WPM) and strong English/Hindi communication, a customer-focused mindset, and the willingness to learn new processes. You will follow SOPs, maintain schedule adherence, escalate when needed, and collaborate closely with teammates and team leads.

Qualifications

• Typing speed of at least 15 WPM with 75% accuracy.
• Proficient computer skills and basic internet familiarity.
• Fluent in English and Hindi; good listening and communication abilities.
• Willingness to learn and adapt to new processes.

Responsibilities

• Handle inbound and outbound voice calls or emails to resolve customer queries.
• Listen carefully and understand customer requirements.
• Provide accurate information about products, services, features, and benefits.
• Deliver end-to-end solutions to customer concerns.
• Ask relevant questions to understand customer needs and capture information accurately.
• Follow up with brands per escalation matrix until issues are resolved.
• Maintain up-to-date knowledge of products, processes, and services.
• Ensure adherence to quality parameters, SOPs, and process guidelines; coordinate with team members.

Skills

Typing Speed

Computer Proficiency

Online Tools

Process Orientation

English & Hindi

Telephone Etiquette

Customer-focused

Listening & Problem-Solving

Team Collaboration

Willingness to Learn

Job description

Job Role: Customer Support Executive – Voice / Email Process

Key Responsibilities

• Handle inbound and outbound voice calls or emails to resolve customer queries.
• Listen carefully and understand customer requirements.
• Provide accurate information about products, services, features, and benefits.
• Deliver end-to-end solutions to customer concerns.
• Ask relevant questions and use effective probing and prompting techniques to understand customer needs.
• Capture all customer-provided information accurately and within the required timelines.
• Follow up with brands as per the escalation matrix until the issue is completely resolved.
• Maintain up-to-date knowledge of products, processes, and services offered by the client.
• Ensure complete adherence to quality parameters, SOPs, and process guidelines.Coordinate effectively with team members, SMEs, and Team Leaders.
• Maintain 100% schedule adherence.
• Escalate calls or issues to the Team Leader / Manager whenever required.
• Handle irate and demanding customers professionally and tactfully.
• Maintain a customer-focused approach throughout every interaction.

Skills & Competencies

• Typing Speed: Minimum 15 WPM with 75% accuracy.
• Good computer operating skills.
• Familiarity with the internet and basic online tools.
• Strong process orientation and systems-thinking ability.
• Average to good communication skills in English and Hindi.
• Good telephone etiquette and customer-handling skills.
• Customer-focused and professional approach.
• Good listening and problem-solving abilities.
• Willingness to learn and adapt to new processes.
• Ability to work effectively as part of a team.